HR Technology Support Analyst

Role: HR Technology Support Analyst

Remote Role

JD:

This role focuses on production support, issue triage, and coordination of standard, repeatable support activities to ensure system stability and a seamless user experience.

Key Responsibilities

• Serve as the first point of contact for technology-related support requests and incidents.
• Manage the intake of requests and perform initial triage, categorization, and prioritization of tickets while ensuring complete and accurate documentation.
• Monitor support queues and intake channels to ensure timely responses.
• Resolve low-risk, standard, and repeatable issues using established procedures and knowledge base articles.
• Coordinate routine system updates and maintain an up-to-date calendar of releases and maintenance activities.
• Perform basic system validations, data checks, and post-release verification activities.
• Identify recurring issues and recommend improvements to reduce manual effort and recurring incidents.
• Generate basic reports on support intake, ticket progress, and operational metrics to identify trends and improvement opportunities.
• Maintain and update reference materials, knowledge base articles, and support documentation.

Qualifications

• 3 5 years of hands-on operational support experience in a production support environment.
• Experience with Oracle HCM and/or ServiceNow is preferred.
• Familiarity with Incident and Request Management processes.
• Basic understanding of ticketing systems such as ServiceNow, Azure DevOps, or similar platforms.
• Strong organizational, time management, and prioritization skills.
• Excellent communication, interpersonal, and customer service skills.
• Ability to follow established processes and work independently within defined guidelines.